[KNOWN ISSUE] Model for stabilization not downloading using model manager in 6.2.0

Topaz Video AI Bugs and Issues
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1

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issue with downloading the stabilization model. all other down load OK
I did a clean install the see if that would work but it did not
running windows 11 latest update
running Topaz Video AI 6.2.0
error: connection handling cancelled

2

I get the same error.
Also windows 11 running Topaz Video AI 6.

Logs say it’s an internal error:
2025-04-15 07-23-50.763 Thread: 14312 Warning Network error. Status Code: QNetworkReply::InternalServerError (500) Error: "Error transferring https://api.topaz-labs.net/v2/app_state/unauthed?app_build_type=RELEASE&app_cname=VIDEO&app_version=6.2.0&arch=x86_64&cpu_supports_avx=true&license_expiration_datetime=2012-10-10T00%3A00%3A00&os_type=windows&os_version=10.0&supports_patch=true - server replied: " Body: “Internal Server Error”

One thing I noticed is that the “license_expiration_datetime=2012-10-10T00%3A00%3A00”
Not sure if this is related. But elsewhere in the log it uses
license date QDateTime(2025-04-16 07:23:44.498 […]

logsForSupport.zip (284.6 KB)

3

I should add that I tried the recommended fixes of turning off the firewall, antivirus, ad blockers, and I even put the computer into DMZ. No change.

I was able to download the frame interpolation ones fine:
image

4

Can you include the app’s logs?

To gather logs, please select Help > Logging > Get Logs for Support and attach the zip file to your reply.

5

Thanks for the logs. Sharing this with the team to investigate.

6

Hello, I have Topaz VideoAI 6.2.0 installed
Windows 11 Pro 23H2
I can’t download models for graphics cards, Stabilization → Full-Frame & Auto-Crop.

I get the message:
Error: Connection handling canceled

I checked the connection to another network, nothing helps.
logsForSupport.zip (390.8 KB)

7

v6.2.0 has a known issue with pre-downloading the stabilization model using the model manager. Our team is aware of this issue and working to resolve it. If you need to pre-download it for offline use, I recommend rolling back to v6.1.3:

Video AI | 6.1.3 | Windows
Video AI | 6.1.3 | Mac

Otherwise, you should still be able to use the stabilization filter and let the app download it during the export process.